Remote Customer Support Engineer at IVPN 📈 Open Startup
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👉 Hiring for a remote Troubleshooting position?

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IVPN

 

Customer Support Engineer

verified
🇪🇺EU-only

Customer Support Engineer  


IVPN

🇪🇺EU-only verified

troubleshooting

support

engineer

customer support

troubleshooting

support

engineer

customer support

🇪🇺EU-only17d
**Please note: This position is fully remote and you will be expected to work an 8 hour shift from 15:00 to 23:00 (GMT+3). The ideal candidate should be located in East or West Europe.**{linebreak}{linebreak}IVPN is a rapidly growing privacy service on a mission to enable people with the power to control and secure their private information online. We've been around since 2010 but the market has exploded with a massive increase in user awareness for online privacy. {linebreak}{linebreak}We would like to hire a new customer support engineer to complement our existing team. This role requires that you deal with sales, billing and technical enquiries.{linebreak}{linebreak}You will report directly to the head of customer support.{linebreak}{linebreak}# Responsibilities{linebreak} * Helping customers understand their threat model to help them determine what products best suit their needs.{linebreak}* Assisting customers to troubleshoot complex technical problems with their VPN configuration. The primary support channels (for now) are are web tickets and live chat.{linebreak}* Maintaining and improving our customer knowledgebase - To scale our support function we need the best possible knowledgebase for our customers to find solutions before having to contact us. {linebreak}{linebreak}# Requirements{linebreak}* Min 2 years of technical support{linebreak}* Being customer centric/obsessed - Go the extra 5 miles to make our customers feel truly valued. {linebreak}* Being product focused - You are the primary interface to our customers and have a unique perspective about their pain points and needs. You need to communicate those regularly to our engineering teams and management.{linebreak}* Self-starter, able to work independently{linebreak}* Fluent English, both verbal and written{linebreak}* Ability to understand and write on technical topics related to computer networks and security{linebreak}* Knowledge of security concepts, VPN, encryption, firewalls etc{linebreak}* Desire to gain expertise in network security {linebreak}{linebreak}#Location{linebreak}- 🇪🇺EU-only

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